Are small call centers the main market for hosted systems?
Ed Margulies, chief operating officer, Telephony@Work: Eight years ago when we first architected CallCenterAnywhere, we forecasted that the majority of users for hosted systems would be the so-called “informal” call center of 15-25 agents. While these smaller call centers are prevalent in hosted systems, they do not make up the entire profile. In fact, our ASP and Telco clients routinely host call centers with 250-300 seats. This is true of call centers in both the commercial and government sector. Mariann McDonagh, vice president of global marketing, Verint: Initially, Verint’s experience has been that small and medium call centers (up to about 150 or 200 seats) were the primary market for hosted call center systems. Keep in mind that here we differentiate between SMCC and SMB, and that some of the companies subscribing to hosted call center solutions are actually large organizations with thousands or tens of thousands of seats that are experimenting with the hosted approach in a corn
